When a new ticket is created in the CRM, its due date is automatically set based on the SLA rules set in the ticket’s type.
For example, a ticket’s due date may be set at 3 days from the date of ticket creation.
If the selected ticket type does not have a due date set, then it is possible to set it manually by selecting a date in the Due Date field:
If needed, you can also update the due date on existing tickets.
To change a ticket’s due date, hover your mouse over the Due Date field and click on the Edit icon which appears on the right side:
You can now select a new due date and save your changes:
The changes to the ticket’s due date are also automatically saved in the ticket’s comments.
Note that the ticket’s due date is not visible to the merchants.
Your Helpdesk dashboard provides you with a convenient view of the tickets' SLAa via the Due column.
The column shows the SLA time remaining to resolve a ticket in green color. And if the SLA target was missed, the column shows the amount of time by which the target was missed in red color.
If a ticket does not have an SLA set, then the column shows "n/a" for that ticket.
Here is a screenshot of the Due column and the SLA statuses:
The “Due” column can be sorted in ascending or descending order so that you can easily spot overdue tickets.
You can also filter your tickets by selecting the Due Date filter and the desired date range:
If a ticket is resolved in time, then the SLA label text changes to “SLA Met”. And if not, then the SLA label shows the amount of time that the SLA target was missed by: